Helpdesk & Service Technician
Position Summary
We are seeking a dependable and customer-focused Helpdesk & Service Technician to provide technical support for small and medium-sized business clients. This role is responsible for troubleshooting user issues, maintaining IT systems, supporting end users both remotely and onsite, and delivering excellent customer service.
The ideal candidate is organized, communicates clearly, enjoys solving problems, and can work independently while managing multiple priorities.
Key Responsibilities
Helpdesk & End User Support
· Respond to support requests via phone, email, and ticketing system
· Troubleshoot Windows PCs, printers, email, networking, and software issues
· Provide remote and onsite technical support to clients
· Escalate advanced issues to senior technicians when necessary
· Maintain accurate ticket documentation and time entries
· Follow up with users to ensure issues are fully resolved
Service & Field Work
· Install and configure desktops, laptops, printers, and other hardware
· Deploy and support Microsoft 365 environments
· Assist with workstation replacements and office IT setups
· Perform basic network troubleshooting including switches, firewalls, and Wi-Fi
· Support backup systems, antivirus platforms, and endpoint management tools
· Participate in client projects and scheduled maintenance
Customer Service
· Communicate professionally with clients and internal staff
· Set proper expectations regarding response and resolution times
· Deliver a positive customer experience during every interaction
· Educate users on best practices and basic technology usage
Required Qualifications
· 1–3 years of IT support or helpdesk experience
· Strong knowledge of Windows 10/11 and Microsoft 365
· Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi)
· Experience troubleshooting printers and common business applications
· Ability to prioritize and manage multiple tasks
· Strong written and verbal communication skills
· Valid driver’s license and reliable transportation
Preferred Qualifications
· Experience working for an MSP or supporting multiple clients
· Familiarity with:
o Microsoft 365 Admin Center
o Active Directory
o Remote support tools
o RMM and PSA platforms
o VoIP phone systems
o Basic firewall and network configuration
· Industry certifications such as CompTIA A+, Network+, or Microsoft certifications
Desired Traits
· Strong problem-solving skills
· Team-oriented attitude
· Professional appearance and demeanor
· Self-motivated and detail-oriented
· Ability to learn quickly and adapt to new technologies
Physical Requirements
· Ability to lift and carry equipment up to 50 lbs
· Ability to work under desks, in server closets, and at client locations as needed
Compensation & Benefits
· Competitive pay based on experience
· Paid time off and holidays
· Mileage reimbursement
Job Type: Full-time
Pay: $21.00 - $26.00 per hour
Education:
Experience:
- Computer networking: 1 year (Preferred)
- IT support: 1 year (Preferred)
- Help desk: 1 year (Required)
Work Location: In person
